Hi, I’m
Darnell Zachery
Davenport,FL
Summary
Dynamic Disaster Recovery Center Manager at FEMA with a proven track record in cross-functional collaboration and service assessments. Expert in regulatory compliance and stakeholder communication, driving operational efficiency and enhancing program delivery. Adept at problem resolution, ensuring effective support for disaster-affected individuals and households.
Overview
27
years of professional experience
Work History
FEMAHyattsville, Maryland
Disaster Recovery Center Manager - On Call
10.2025 - Current
Job overview
- Led a staff team in executing operational duties for disaster recovery efforts, aiding affected households.
- Administered programs aligning Disaster Recovery Center with strategic hazard mitigation objectives.
- Coordinated with FEMA Recovery components and stakeholders to enhance program delivery outcomes.
- Evaluated center processes, recommending strategy, resource allocation, and workflow adjustments.
- Provided technical guidance on emergency management operations to staff.
- Ensured consistent communication of program updates to internal and external stakeholders.
JMI Reports – Nashville, TNNashville, Tennessee
Independent Field Inspector
05.2023 - Current
Job overview
- Executed member outreach to ensure timely completion of assigned inspections and follow-ups.
- Documented findings, updates, and outcomes in internal systems per compliance requirements.
- Conducted follow-up visits to verify completion and accurate recording of corrective actions.
- Communicated findings and service needs with internal teams and external stakeholders to ensure service continuity.
- Maintained accurate records in alignment with regulatory and organizational standards.
FEMAHyattsville, Maryland
Applicant Services Program Specialist |- On Call
11.2024 - 09.2025
Job overview
- Executed caller services and casework procedures to support individuals navigating disaster assistance.
- Reviewed case documentation and evaluated eligibility decisions for program policy compliance.
- Collaborated with stakeholders to improve service delivery and communicate program guidance.
- Provided technical guidance to supervisors on performance expectations and process improvements.
Hilton Grand Vacations | Orlando, FLOrlando, Florida
Quality Assurance Agent |
02.2024 - 04.2025
Job overview
- Reviewed policy-driven processes and analyzed service delivery issues, recommending enhancements for operational procedures.
- Provided technical guidance on documentation accuracy and compliance standards for incoming call center calls, improving program effectiveness.
Rocket MortgageDetroit, Michigan
Licensed Loan Mortgage Banker-Remote
03.2021 - 04.2023
Job overview
- Executed high-volume phone outreach to gather information and address customer inquiries.
- Documented and reviewed customer data to assist with service assessments and eligibility determinations.
- Educated customers on programs, benefits, and next steps for informed decision-making.
- Ensured accurate documentation in compliance with regulatory standards.
- Collaborated with internal teams and external partners to resolve customer needs promptly.
Comcast Cable VisionBoca Raton, FL
Xfinity Retail Store Manager
10.2019 - 03.2021
Job overview
- Ensured compliance with company policies while supporting customer-focused service delivery.
- Provided coaching and feedback to staff, addressing performance issues and service gaps.
- Collaborated with leadership and stakeholders to achieve operational and service objectives.
- Maintained accurate documentation of customer interactions and transactions.
- Assisted in resolving customer concerns, coordinating effective solutions.
Comcast Cable VisionDearborn, MI
Xfinity Retail Assistant Manager
08.2018 - 09.2019
Job overview
- Enhanced daily operations and member services to ensure consistent customer experiences.
- Facilitated onboarding, training, and staff development for effective service delivery.
- Communicated policies, procedures, and service updates to team members regularly.
- Addressed customer inquiries and coordinated resolutions across internal departments.
Comcast Cable VisionDearborn, MI
Retail Sales Consultant
08.2017 - 07.2018
Job overview
- Delivered product demonstrations showcasing enhancements XFINITY products bring to customer lives.
- Assessed customer needs and tailored XFINITY solutions for video, data, voice, and mobile services.
- Sold devices, mobile devices, and third-party accessories as part of core offerings.
- Supported store operations by managing inventory and processing equipment transactions.
- Ensured customers comprehended usage of XFINITY products and services, including XFINITY Apps.
- Coordinated equipment drop-off and pick-up for customer convenience.
Comcast Cable VisionVarious, Michigan - Florida
Additional Experience
03.1999 - 07.2017
Job overview
- Delivered direct customer support via phone and in-person interactions to assess needs.
- Maintained detailed documentation to ensure service continuity and compliance with standards.
- Collaborated with internal teams, vendors, and external partners to resolve escalations effectively.
- Supported training and quality improvement initiatives to enhance overall service delivery.
Education
Henry Ford Community College
Associates Degree in Applied Science
09-2000
Skills
- Care coordination support
- Member outreach
- Service assessments
- Care plan review
- Documentation maintenance
- Regulatory compliance
- Member education
- Cross-functional collaboration
- Customer service support
- Data entry
- Stakeholder communication
- Problem resolution
- Microsoft Excel
- Experience with VOICE
Education and Training
false
Timeline
Disaster Recovery Center Manager - On Call
FEMA
10.2025 - Current
Applicant Services Program Specialist |- On Call
FEMA
11.2024 - 09.2025
Quality Assurance Agent |
Hilton Grand Vacations | Orlando, FL
02.2024 - 04.2025
Independent Field Inspector
JMI Reports – Nashville, TN
05.2023 - Current
Licensed Loan Mortgage Banker-Remote
Rocket Mortgage
03.2021 - 04.2023
Xfinity Retail Store Manager
Comcast Cable Vision
10.2019 - 03.2021
Xfinity Retail Assistant Manager
Comcast Cable Vision
08.2018 - 09.2019
Retail Sales Consultant
Comcast Cable Vision
08.2017 - 07.2018
Additional Experience
Comcast Cable Vision
03.1999 - 07.2017
Henry Ford Community College
Associates Degree in Applied Science